Strategies to Manage Customer Complaints H4

CHV moderates the effect of reply length on a) interactional b) procedural, and c) distributive justice among observers such that long (vs. short) replies in low CHV lead to higher justice dimensions, but the length does not affect the justice dimensions for high CHV. Effect of Satisfaction with Complaint Handling on Corporate Image and WOM Intention… [ 3,598 more words ]

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